Senior Contact Center Workforce Manager

MAXIMUS; Sioux Falls (SD); Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive health insurance

401K with company match

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development opportunities

Job summary

Maximus seeks a Workforce Manager to lead forecasting, staffing, and real-time monitoring for our Kentucky Health Benefits Exchange Team. This role emphasizes data-driven decisions and collaboration to optimize staffing and service levels.

Qualified candidates have 5+ years in workforce planning and at least 3 years supervising staff within a contact center. This position is contingent upon contract award and offers competitive bonuses and comprehensive benefits.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of related experience or equivalent mix of education and experience.
• 3+ years of supervisory or staff management experience.
• 5+ years in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, and quality assurance.
• Ensure contract compliance with state/federal regulations and corporate policies.
• Manage direct reports and cost-effective execution of project tasks.
• Coordinate with subcontractors and conduct operations audits.
• Develop and implement policies with key stakeholders.
• Monitor performance against client and internal KPIs, and drive improvements.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Analytical skills

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus seeks a Workforce Manager to lead forecasting, staffing, and real-time monitoring for our Kentucky Health Benefits Exchange Team. This role emphasizes data-driven decisions and collaboration to optimize staffing and service levels.

Qualified candidates have 5+ years in workforce planning and at least 3 years supervising staff within a contact center. This position is contingent upon contract award and offers competitive bonuses and comprehensive benefits.